How to get more people using TOPdesk: presented by Ben Scavuzzo and Kevin LePage (Simcoe County District School Board)

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Improve Uptake
Get more people using TOPdesk

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Land Acknowledgment of Traditional Territory
The Simcoe County District School Board acknowledges that we are situated on
the traditional land of the Anishnaabeg people.
The Anishnaabeg include the Ojibwe, Odawa, and Pottawatomi nations,
collectively known as the Three Fires Confederacy.
We are dedicated to honouring Indigenous history and culture and committed to
moving forward in the spirit of reconciliation and respect with all First Nation,
Métis and Inuit people.

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Ben Scavuzzo
Service Management Consultant
TOPdesk Canada

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Kevin LePage
ITS Manager | Helpdesk Services
Simcoe County District School Board

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Agenda
• About SCDSB
• SSP Usage
• Information Sharing
• Enterprise Service Management

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About SCDSB
How they use TOPdesk

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Background on SCDSB Helpdesk
The Simcoe County District School Board
55 000 students in
87 elementary
15 secondary
7 learning centres
6 500 staff
4 800 km2
Information Technician Services:
52ish staff
Development Services
Technical Services
Helpdesk Services
Helpdesk Services
3 Helpdesk Technicians
3 Computer Software Technicians
Helpdesk Techs provide support for many things including:
phone support (1st line of support)
rerouting tickets
Computer Software Techs
Software training
Documentation

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Outsider’s Viewpoint
• Fantastic service desk
• Fast, friendly, and forward thinking
• Constantly suggesting ways to improve
• Aware of all departmental challenges, outages, and projects

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How SCDSB Uses TOPdesk
• ITS wanted a SUPPORTdesk that could provide service 24/7 assistance
• SSP, Tickets, Changes, Assets
• The uptake has been good, and relatively well received.
• Impression is people are using it and with very little hand holding
• End Users are putting in helpdesk tickets

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Encouraging SSP Usage

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SCDSB Lessons Learned
in the SSP
Time is precious for some users
Not all processes have a custom form
(flow).
Strike a balance between:
Information gathering and routing with user ease
Some ticket are routed to the Helpdesk for triage
and rerouting
Too many forms:
serves ITS & other departments well
frustrate end users

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How is the Uptake of the Self
Service Portal?

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Measure It First!

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SSP Usage in November 2018

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SSP Usage in March 2019

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SSP Usage in September 2019

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Can this be further
improved?

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Make it Fun for Customers
• Awards and Prizes for usage
• Swag day. (ice cream day) Anyone who fills out a legitimate service request,
on July 27, can come pick up a free TOPdesk web cam cover next Monday
• You are the 1000th caller this month!
• Tough question day
• Create a Buzz You've found the
Easter Egg! Call IT
Helpline to claim
your prize.

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Encourage SSP Usage
• Videos, trainings, advertisements, posters
• Email actions: “for a faster response, fill out a form in the SSP”
• Optimize your searches
• Relaunch with additional services, and promote it!
• Schedule time for your operators to show them how to submit a ticket
• Make the Knowledge Base a focus

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Information Sharing
News, Outages, and Knowledge

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News Items
• Planned Outages
• Announcements
• Service changes

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Major Calls
• Unplanned outages
• Identifying outage
patterns

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Spotty Domain Controller
• Unclear who was affected - Intermittent
• Posted a Broad Service Disruption in SSP
• Users could identify if they were affected
• System Engineer was able to:
• Identify:
Affected users
Helps diagnose root causes
Faster Resolution of issue
• Communicate with affected users as a group

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Living Knowledge Base
Always a challenge to keep current
Employees have access 24/7
Helpdesk team is largely responsible for creating our knowledge items to
ensure:
• Corporate standards
• Professional look and feel
• Consistency
• Accessible

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News and Knowledge Help Everyone
• More SSP usage
• Better for operators
• Better for the helpdesk
• Faster!
• Over time, customers will learn to reference the news tiles.
• Everyone has trouble keeping it up to date

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First Steps to Enterprise
Service Management (ESM)

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Departments
Working
Together.....
Separately
HR IT Facilities Finance

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Sharing the Tool with Other Departments
• Same tool expedites collaboration
• Follow up & “checking” is easier
• Transfer it to the correct department, fast
• One SSP to rule them all

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Enterprise Service Management

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Other Departments in SCDSB
• Engages existing users
• Identify existing workflows that would work lend themselves effectively in
TOPdesk
• Work with departments to resolve complicated 'pain in the neck workflows'
• Departments joining TOPdesk:
• Special Education
• Business Services
• Human Resources
• Facilities

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Approach with Other Departments
• Limited the operators to those who would use the tool frequently
• Allow other users to be involved via replying to emails
• Approvals
• details
• Differing department have differing appraoches
• Some reassign in TOPdesk
• Some send to a different system

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Special Education
• Workflows:
• SEAApp Requests
• SEA Transfers
• SEA Equipment Requests
• One operator in TOPdesk for all SEA
Requests

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Business Services
• Workflows:
• Accounting and Purchasing
• School Support
• Corporate Services
• Budget and Finance Reporting
• Several Operator Groups for custom requests
• Several Operators
• Tickets Resolved in TOPdesk

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Human Resources
Simple Workflows
• Name Changes
• ATE (Apply to Education) Support
• someGeneric HR Requests
Some links to commonly requested
forms
Some custom workflows invovling
multiple operator groups
Empoy

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Facilities – alteration requests

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Themes for Starting ESM
• Start with Nuisance Processes
• Are they all operators?
• Not the whole department is operators, just some operators for targeted processes in
HR/ other departments
• Cannot force other departments to change, but can guide them to better,
easier, processes
• Level 5 of service excellence model

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Mini Departments that Need a Tool
• Health and Safety
• Telephony and PA
• Project teams
• Library Services
• Training & Employee Development
• Legal
• Student Management Services

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Common Challenges with Partial ESM
• Generic HR requests coming to IT helpdesk
• Email action from context menu
• Assigning to "HR Generic" triggers action sequence to close the call and trigger email to notify HR
of new ticket & notify the customer of the redirect
• Filters
• SSP space
• Link to their system and knowledge
• “Other Departments” Tile
• Put them on the home page to encourage uptake by other departments
• Switch to tiles in customer language

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Shared Processes
• Work together, better, faster, cheaper
• Do not fear involving other departments
• An evolving process
• The more you work together, the more you align

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Conclusions
• The more you use TOPdesk, the
easier it is for everyone
• Transition in new departments at the
pace that suites them
• Start with the quick wins, and build
on the momentum
• Use Knowledge, News, and the SSP
to increase the shared benefits

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Thank you for attending!
Please join us for a delicious
lunch in the Atrium